[Remote] Director, Payments Operations

Note: The job is a remote job and is open to candidates in USA. Pitney Bowes is a company where top talent builds meaningful careers and lasting impact. They are seeking a Director of Payments Operations to lead the modernization and daily performance of their payments ecosystem, focusing on improving customer experience and operational excellence.ResponsibilitiesLead Payments Transformation — Oversee the end‑to‑end evolution of payments operations, from customer payments into PB to funding of postage and shipping productsBuild a Multi‑Year Roadmap — Scale payments services with improved speed, reliability, and customer experience across all channelsDeliver Automation & Efficiency — Identify and implement automation opportunities that reduce manual effort and error ratesServe as Payments SME — Influence product, technology, and commercial decisions with deep payments expertiseImprove Customer Experience — Drive measurable CX improvements across all payments touchpoints, from initiation through reconciliationEstablish CX Metrics — Build feedback loops and KPIs to continuously monitor and enhance the payments journeyPartner Cross‑Functionally — Work with Customer Support, Product, and Technology to resolve systemic issues and embed improvementsOversee Daily Payments Processing — Ensure accuracy, timeliness, and compliance across all payment typesOwn Reconciliation — Maintain financial integrity and resolve discrepancies promptlyDefine Controls & SLAs — Maintain operational controls, SLAs, and escalation frameworksMonitor KPIs — Track performance, cash flow metrics, and risks; report to senior leadershipManage Banking Partnerships — Lead operational relationships with Citizens Bank and PB Bank, ensuring compliance and performanceRun Governance & Issue Resolution — Lead forums, reviews, and escalations with banking partnersStay Current on Regulation — Ensure operations comply with legal, regulatory, and risk frameworksLead a High‑Performance Team — Set direction, build capability, and foster an inclusive, accountable cultureRecruit & Develop Talent — Attract and grow specialist payments operations professionalsSkillsLeadership Experience in Payments — Background in payments operations, financial services, or regulated environmentsTransformation Track Record — Proven success delivering automation, process improvement, and scalable capabilitiesDeep Payments Knowledge — Expertise in payment rails, reconciliation, funding flows, and banking complianceBank/Fintech Partnership Experience — Experience overseeing third‑party banking or fintech relationships with regulatory accountabilityStrong People Leadership — Ability to lead leaders in a matrixed, cross‑functional environmentExecutive Communication Skills — Skilled at engaging stakeholders at all levelsCustomer‑Centric Mindset — Experience embedding CX improvements into operational processesOperational Agility — Ability to manage multiple priorities in fast‑moving, evolving environmentsB2B Payments Experience — Exposure to B2B payments, postage/shipping funding, or SaaS‑adjacent financial operationsRegulatory Familiarity — Understanding of OCC, FDIC, and state‑level frameworks relevant to non‑bank partnersPlatform Experience — Familiarity with ERP or payments platforms (FIS, Fiserv, Stripe, etc.)BenefitsThis role is eligible for an annual performance bonus.Provide the opportunity to grow and develop your careerOffer an inclusive environment that encourages diverse perspectives and ideasDeliver challenging and unique opportunities to contribute to the success of a transforming organizationOffer comprehensive benefits globally[(PB Benefits and Wellbeing Programs)](https://pitneybowes.wd1.myworkdayjobs.com/PBCareers/page/6600d6c3903d1000c090029e1a1a0000)Company OverviewPitney Bowes is a global technology company that powers physical and digital transactions that drive commerce. It was founded in 1920, and is headquartered in Stamford, Connecticut, USA, with a workforce of 10001+ employees. Its website is https://www.pitneybowes.com.Company H1B SponsorshipPitney Bowes has a track record of offering H1B sponsorships, with 3 in 2026, 22 in 2025, 29 in 2024, 33 in 2023, 42 in 2022, 30 in 2021, 49 in 2020. Please note that this does not guarantee sponsorship for this specific role.